Chat Queue

Chat Queues are Preview.

Setup Chat Queue:

  1. Open a browser and grant consent to allow the chat application in your tenant by using the link below. In the URL you will need to replace "YourAzureTenantId" with your Azure tenant Id.

https://login.microsoftonline.com/YourAzureTenantId/adminconsent?client_id=d3d33ff7-dcd7-4073-8942-49c144b66a7a

  1. Create a user in your M365 tenant to use as a service account. This will be the teams meeting organizer and the chats will be created in their account. This user should have a Teams license.

  2. Create a Teams meeting policy with the settings below. Navigate to Microsoft Teams admin center | Meetings | Meeting policies | Add

  • Anonymous users can join a meeting - ON

  • Anonymous users and dial in callers can start a meeting - ON

  • Who can bypass the lobby? - Everyone

  1. Assign the meeting policy to the service account user. Navigate to Microsoft Teams admin center | Users | Manage users | Select service account user | Policies tab | Edit | Select the new meeting policy | Apply

  2. Add an app access policy to your tenant. This will allow the chat app to create meetings on behalf of the service account. Open PowerShell and run the following commands:

Connect-MicrosoftTeams
New-CsApplicationAccessPolicy -Identity LCCChatApps -AppIds "d3d33ff7-dcd7-4073-8942-49c144b66a7a" -Description "Landis Contact Center Chat Apps"
Grant-CsApplicationAccessPolicy -PolicyName "LCCChatApps" -Identity "ServiceAccountUPN"

  1. Upload App Manifest to the Teams Admin Center. Navigate to Microsoft Teams admin center | Teams apps | Manage apps | Actions | Upload new app | Download the file below and select the file to upload. The application can up to 24 hours to fully provision in your Microsoft 365 tenant.

  1. Install the Landis Chat Bot for the agents in Teams.

  2. Navigate to Queues & IVRs | Queues | Add. Create Landis queue to use as the chat queue.

Queue settings that apply to chat queues:

  • Routing method: serial

  • Agent alert timeout

  • Agents

  • Allow agents to opt out of taking calls (chats in this case)

  1. Setup Web Chat

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